How to Configure Queued Callback
Note Enterprise license and higher
With QueuedCallbackThe QueuedCallBack feature enables the customer to leave his / her number while waiting in the queue in order to get called back by an available contact center agent. the customer can leave their number and disconnect the call but remain in queue. As soon as it is their turn in queue, an Agent with the appropriate Skill will be hunted. Once the Agent answered he will hear a dial tone and the UCC calls the Customer.
If the Customer declines the Call, the Call will be retried through scheduling a regular CallbackThe CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours.. This regular Callback will not keep the queue position.
If the call goes to Voicemail, or if the Agent wants to retry the Call for another reason, the Agent can press the "*" (Star) key to retry the Call through scheduling a regular Callback.
Regular Callbacks are scheduled through the CampaignDialer, learn more.
Core version 6.4 or higher
SharePoint template 18.104.22.168 or higher
How to Configure QueuedCallback
QueuedCallback is built on top of regular Callback, so make sure regular Callback is configured:
Configure regular callback, learn more.
Go to the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions list on SharePoint
Change a Waiting Queue item's Action field to "QueuedCallback"
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